Theme
Analysis Panel
The analysis panel provides real-time insights into the quality and dynamics of your conversation. Use it to understand customer sentiment, monitor your own performance metrics, and stay aware of compliance risks.
Analysis panel showing customer sentiment, conversation quality scores, key topics, and talk time breakdown
Customer Sentiment
The sentiment card shows the customer's current emotional state:
- Sentiment emoji and label -- A visual indicator (e.g., happy, neutral, frustrated) with a text label
- Explanation -- A brief description of why the customer feels this way based on conversation context
- Positive sentiment percentage -- A progress bar showing the proportion of positive sentiment across the conversation
Conversation Quality
Four quality dimensions are scored on a scale of 0 to 10:
| Metric | What It Measures |
|---|---|
| Empathy | How well you acknowledge and respond to the customer's emotions |
| Clarity | How clearly you explain information and next steps |
| Efficiency | How effectively you move the conversation toward resolution |
| Knowledge | How well you demonstrate expertise on the topic |
An overall score (average of all four) is displayed prominently as a badge (e.g., "7.5/10").
TIP
These scores update as the conversation progresses. Focus on the areas with lower scores to improve the overall quality of the interaction.
Key Topics
Tags for the main subjects discussed during the conversation. These are extracted automatically and help you confirm that all customer concerns have been addressed.
Talk Time Analysis
A visual breakdown of who has been speaking:
| Metric | Description |
|---|---|
| Agent % | Percentage of time you have been speaking |
| Customer % | Percentage of time the customer has been speaking |
| Silence | Total seconds of silence during the conversation |
| Interruptions | Number of times one speaker interrupted the other |
| Avg Response | Average time in seconds between a customer finishing and your response |
A stacked bar visualizes the agent vs. customer talk time split.
TIP
A healthy talk time ratio varies by conversation type. For support calls, aim for the customer to speak more than you (you should be listening). For outbound calls, you may speak more.
Coaching Tip
If available, a coaching tip appears with a headline and description suggesting how to improve the current conversation. This is generated from the analysis of conversation dynamics and is separate from the coaching panel.
Compliance & Risk
Three compliance indicators are tracked:
| Indicator | Description |
|---|---|
| Identity Verification | Whether the customer's identity has been verified (Completed / Pending / Not Applicable) |
| Data Privacy | Risk level for data privacy concerns (Low / Medium / High) |
| Escalation Risk | Likelihood that this conversation needs escalation (Low / Medium / High) |
If there is a compliance explanation available, it appears below the indicators.
WARNING
Compliance indicators are AI-generated estimates. Always follow your organization's compliance procedures regardless of what the analysis panel shows.
Refreshing the Analysis
The analysis is generated on demand -- click the refresh button in the panel header to regenerate it with the latest conversation data. Unlike the summary panel, analysis does not auto-refresh on a timer.
Exporting
Click the download button to export the full analysis as a PDF. The PDF includes all sections (sentiment, quality, topics, talk time, coaching, compliance) with a branded header and footer.
When the Analysis Is Empty
The panel shows "Analysis will appear once conversation data is available" when:
- The conversation has just started
- Not enough transcript data exists for meaningful analysis
- The analysis feature is still generating (a loading indicator appears)